Terms and conditions of use



What are the stock levels of goods in our store?

In our store, we make sure that the goods sold are new and of high quality, so that each of you receives exactly what you order, so before purchasing, we suggest you read the information below regarding the condition of the goods. 

  1. Product available - product available in the online store that can be ordered,
  2. Made-to-order product  - goods that we can import at the customer's express request,
  3. New product - completely new product, unpacked and unused,
  4. Discount product  - goods that are subject to the characteristics of sale goods, can be used, unpacked, repaired, show traces of use, with a shortened warranty.


What do you need to know when returning goods?

To ensure your satisfaction with purchases in our store, you can return the goods within 14 days, but each return depends on the condition and reason for the returned goods. Each of you wants to receive a new product, in its original packaging, which does not show signs of use, so unpacked, used products with damaged packaging will be treated as a product of reduced value and the customer will not receive a full refund in such a case . Assessment of the condition of the returned goods rests solely with the seller. If you change your mind about the purchased goods or wish to return or exchange the goods for another one, the customer will be responsible for shipping the returned goods. 


1

When you are not entitled to a refund:

  1. When the subject of the service is an item delivered in a sealed package, which cannot be returned after opening for health protection or hygiene reasons, if the package was opened after delivery, e.g. cat litter.
  2. Products with a short expiry date and perishable products, e.g. food.
  3. Sealed goods that have been opened and therefore there is a fear that they may have lost their properties, e.g. some medicines, nutritional supplements, cosmetics.
  4. Items that, after delivery, due to their nature, become inseparably combined with other items.
  5. Goods damaged during testing are subject to complaint only.
  6. Goods sent after the deadline
  7. Goods ordered at the express request of the consumer.
You can return the goods

When you can return the product:

  1. Mistake or desire to return without giving a reason if the sealed goods have not been unpacked and do not bear the characteristics of the goods mentioned above.

  2. Only if the product is delivered with a complete set of accessories.



Detailed fee table

Cancellation or exchange of goods without giving a reason, goods inspected but not used. The customer bears the cost of return shipping
Failure to collect the shipment by the ordering party The customer bears the cost of return shipping
The product packaging has visible tears and other damage when unpacked  -30% of the value of the goods
The original product packaging is missing -50% of the value of the goods
Goods in which parts have been inseparably connected to other parts The return will be rejected
An item that shows signs of assembly, assembly, commissioning and use The return will be rejected
Products which, for hygiene reasons, cannot be opened and tried on, the packaging of which was opened after delivery The return will be rejected
Goods with broken manufacturer's seals or traces of tampering The return will be rejected
Goods sent after the deadline The return will be rejected



If you do not agree to these terms, the system will not allow you to make a purchase on our store website. Making a purchase with the " I agree to the terms of service and withdrawal terms " checkbox constitutes acceptance of our terms. If you have any doubts about the applicable law, you can read the official website  of the Office of Competition  and Consumer Protection on consumer rights and competition.

Return addresses

  1. You can return the goods via the customer panel by selecting the appropriate product to return or by notifying us by e-mail at sklep@zoolio.pl about your intention to return the goods, providing the order number and the product to be returned. Without prior notice, your refund request will be rejected.

  2. IMPORTANT: We will not accept the goods without a correctly completed return form. The form must be included in the package with the returned goods. An incorrectly or illegibly completed form will prevent the correct return of the goods. The form must contain: a) order number b) code and name of the returned product, contact details and bank account number.

  3. We are not responsible for items lost or damaged during return shipping. We advise you to keep your parcel tracking number. We suggest using courier companies. We would also like to remind you that we do not accept parcels sent cash on delivery or to parcel lockers. Correct address for deliveries, returns and complaints:


If you purchased goods from the 1Z warehouse:

Pet Shop

Kijewo 40, warehouse J

63-000 Kijewo

Tel: 791 735 001


If you purchased goods from the 2H warehouse:

Pet Shop

Kotowo 42

60-009 Poznań

Tel: 881 650 080


If you purchased goods from the 3A warehouse:

Enkom Shop

Starzyńskiego 6-7/2

76-200 Słupsk

Tel: 500-632-105


Legal basis

Art. 34. 4. The consumer is responsible for reducing the value of the item resulting from using it in a way that goes beyond what is necessary to establish the nature, characteristics and functioning of the item.

UOKiK website

Full and up-to-date content on Consumer Rights can be found on the website of the Journal of Laws of the Internet System of Legal Acts  isap.sejm.gov.pl


Attachment No. 1 official UOKiK leaflet
Download leaflet

Attachment No. 2 withdrawal from the contract
Download the goods return form




Complaint and warranty

  1. The Sales Agreement covers new and used Products. The condition of each of them is described on the Store's website.
  2. The Seller is obliged to provide the Customer with an item free from defects, although the manufacturer is responsible for the operation of the products, the zoolio.pl store is not the manufacturer of the products sold, but only a distributor and cannot be held liable for defective operation of the products.
  3. In the event of a defect in the goods purchased from the Seller, the Customer has the right to make a complaint based on the provisions on warranty in the Civil Code. If the Customer is an Entrepreneur, the parties exclude liability under the warranty.
  4. Complaints should be submitted in writing or electronically to the Seller's addresses provided in these Regulations or using the electronic contact form provided by the Seller on one of the Store's subpages.
  5. It is recommended that the complaint include, among others: a concise description of the defect, the circumstances (including the date) of its occurrence, details of the Customer filing the complaint, and the Customer's request in connection with the defect of the goods.
  6. The Seller will respond to the complaint immediately, no later than within 14 days, and if it does not do so within this period, it is considered that the Customer's request is justified.
  7. Goods returned under the complaint procedure should be sent to the address provided in these regulations. 
  8. If a warranty or shortened warranty has been granted for the Product, information about it, as well as its content, will be included in the Product description in the Store. The Seller may also attach a warranty card to the sold Product, which is the basis for considering the complaint.